on 18-07-2022 15:02
I recently had broadband installed at my property, during which the glass in the front door was broken. I have tried to get this resolved by phone/web complaint but seem to be passed from pillar to post with no resolution. All callbacks promised never happen. This is a time line of what's happened
28-06-22 - Installation by Alfie. During which the glass in the front door was broken. Alfie took photos and said he would show his manager who would call us. No one contacted us.
29-06-22 - I called Virgin Customer Service & spoke to a gentleman named Sia. He told us to get a quote for the repairs and he would call us back on 30-06-22. He didn’t call.
04-07-22 - I called Virgin Customer service and spoke to a lady named Dove. She raised a complaint and closed it straight away. She said we would need to talk to the installation team. She then tried to transfer us to Installations but there was no answer on the number she tried to connect us to.
04-07-22 - I raised a complaint on the Virgin website Complaint C-040722466. I received an email saying the matter had been escalated but to call Customer Services as the Team couldn’t email me. If no response from us in 28 days the matter would be closed.
11-07-22 - I called Customer Services again and spoke to a gentleman called Bishan, he couldn’t help us but said his manager, Imran, would call us on 12-07-22.
To date I have not received a call from anyone from Virgin.
If anyone can help I would be grateful.
on 18-07-2022 17:37
Thanks for your post, and a warm welcome to our Community Forums.
I'm really sorry to hear that your property has been damaged during your installation, and you've not been updated or supported through the process of reporting it.
So I can assist you further, I'm going to need to gather some more details. Please look out for my PM in the top-right of the Forums, in the purple envelope.
Reece - Forum Team
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on 21-07-2022 13:30
Thanks for contacting me. I have replied to your PM.